Address Are you a natural troubleshooter with a talent for multi-tasking?
Our IT Service desk is an integral part of our business, resolving desktop and application issues & requests to a high standard, and continually learning new skills in order to support a 'shift left' culture. This is a fantastic entry level opportunity to join our Technology team.
You will be a highly motivated person who is passionate about delivering an outstanding service, resolving IT issues and requests to an extremely high standard for Openwork Colleagues and Adviser Firms.
This is a hybrid role, based in our Swindon office.
The benefits:
- Salary - up to £27,000
- Bonus scheme - on target bonus - 7.5%
- Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
- Critical illness cover
- Income protection - 1x salary
- Death in service - 4x salary
- 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
- A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities:
- Ensure an exceptional level of customer service and satisfaction is always met
- Accurate ticket logging of all IT incidents and service requests whilst managing your ticket queue, making sure calls are prioritised and closed within SLA.
- Managing calls to the agreed quality standard, including answering the call with standard greeting, correct triage of call, explaining next steps if necessary,
- Perform remote troubleshooting through diagnostic techniques and triaging calls to a high standard.
- Supporting a multitude of technologies such as, Audio Visual, desk & mobile phones, laptops, Microsoft dynamics and Office 365 as well as Inhouse applications.
- Make judgment calls on problems that should be escalated to management
- Escalate major incidents to IT management quickly and clearly, obtaining as much detail about the incident as possible including impact
- Contribute towards the internal Knowledge base helping to create documentation.
- A strong commitment to continuous service improvement. Proactively identifying areas where the Service Desk can Improve their service offering and the customer experience.
